Senior Customer Care Specialist – SME Operations & Support, Learning Channel & Handover Inbox Lead at brighthush

About brighthush

brighthush is a forward‑thinking global Business Process Outsourcing (BPO) firm that blends cutting‑edge technology with a human‑centric approach to deliver world‑class customer experience solutions. With a presence across multiple continents and a culture that thrives on collaboration, continuous learning, and innovation, brighthush empowers its people to grow, innovate, and make a real impact on the lives of customers worldwide.

Why Join brighthush?

At brighthush, you’ll be part of a vibrant, diverse community that values every voice and encourages you to bring your authentic self to work. We invest heavily in your professional development, offer a competitive compensation package, and provide a suite of wellness and lifestyle benefits that help you maintain a healthy work‑life balance. Whether you’re a seasoned customer care professional or a recent graduate eager to learn, brighthush offers a platform where your ideas can shape the future of customer experience.

Role Overview

As a Senior Customer Care Specialist – SME Operations & Support, you will serve as the primary point of contact for frontline agents and customers alike. Your responsibilities will span the Learning Channel, Handover Inbox, and operational queue support, ensuring that every inquiry is resolved efficiently, accurately, and with a focus on continuous improvement.

Key Responsibilities

• Learning Channel Support & Agent Guidance
  • Respond to operational questions from frontline agents in real time, providing clear, concise, and consistent answers.
  • Guide agents through complex customer scenarios, clarifying processes and recommending appropriate resolution steps.
  • Encourage agent independence by directing them to relevant knowledge resources and established procedures.
  • Offer operational coaching during training and nesting phases to reinforce process knowledge and readiness for live interactions.
  • Escalate unresolved or policy‑sensitive questions to the appropriate stakeholders.
• Handover Inbox Support & Complex Case Resolution
  • Review, investigate, and resolve complex customer inquiries routed to the Handover Inbox, adhering to approved processes and authority limits.
  • Document and escalated cases requiring specialist intervention to the correct teams.
  • Prioritize urgent or time‑sensitive customer concerns to ensure timely resolution.
• Root Cause & Knowledge Gap Identification
  • Analyze recurring questions and process challenges identified through Learning Channel and Handover Inbox activities.
  • Highlight unclear, outdated, or incomplete procedures and knowledge resources.
  • Collaborate with Team Leaders and process owners to recommend and implement improvements.
• Operational Flexibility & Queue Support
  • Provide frontline queue support by handling both standard and complex inquiries based on operational demand.
  • Assist in backlog reduction, high‑priority case resolution, and SLA recovery during peak periods.
  • Coordinate with Team Leaders to balance queue support with Learning Channel and Handover Inbox responsibilities.

Essential Qualifications

• Minimum of 3–5 years of experience in a customer service or support role, preferably within a BPO or call center environment.
• Strong understanding of customer care products, systems, workflows, and escalation procedures.
• Proven problem‑solving skills and the ability to make sound decisions within defined authority limits.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Demonstrated ability to prioritize multiple tasks and adapt to changing operational needs.
• Team‑player mindset with a strong sense of accountability and professionalism.

Preferred Qualifications

• Experience with Learning Management Systems (LMS) or knowledge‑base platforms.
• Familiarity with CRM tools such as Salesforce, Zendesk, or similar.
• Prior exposure to process improvement initiatives or root‑cause analysis.
• Knowledge of the SME (Small & Medium Enterprise) market segment and its unique customer challenges.

Key Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Analytical thinking and data‑driven decision making.
• Strong interpersonal skills and the ability to influence and coach peers.
• Proficiency in using collaboration tools (Slack, Teams, Confluence).
• Resilience under pressure and a proactive approach to problem resolution.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem:

• Annual learning & development budget to pursue courses, certifications, or conferences.
• Access to the 360 Learning platform, offering a wide range of skill‑building modules.
• Clear promotion pathways from Senior Specialist to Team Lead, Manager, and beyond.
• Mentorship programs pairing you with senior leaders for guidance and career coaching.
• Opportunities to lead cross‑functional projects that influence product and process strategy.

Work Environment & Culture

brighthush fosters a culture of inclusivity, transparency, and innovation. Our remote‑first approach, combined with occasional in‑office gatherings at our BGC office (7th Floor, Inoza Tower, 40th Street, Taguig City), ensures you stay connected while enjoying flexibility. We celebrate diversity through cultural events, employee resource groups, and community outreach initiatives.

Compensation & Benefits

While the base salary is competitive and commensurate with experience, brighthush offers a comprehensive benefits package designed to support your well‑being:

• Competitive base salary with performance‑based bonuses.
• Long‑service benefits, including anniversary bonuses.
• Health & wellness coverage: HMO medical plans, mental health support, and life insurance for you and your family.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Work‑life balance initiatives: flexible working hours, remote work options, and wellness programs.
• Employee recognition programs and regular feedback loops.

Location

Remote – Taguig, Metro Manila, Philippines (with occasional on‑site collaboration at our BGC office).

How to Apply

Ready to take the next step in your career? Submit your application, including your salary expectations and preferred start date, through the link below. Our dedicated recruitment team will review your details and reach out to schedule a conversation.

Apply to brighthush Today

Join brighthush – Where Your Voice Shapes the Future of Customer Experience

We’re excited to meet passionate, driven individuals who are ready to make a difference. If you thrive in a dynamic environment, love solving complex problems, and want to grow alongside a global team, brighthush is the place for you. Apply now and become part of a company that values your expertise, rewards your dedication, and supports your personal and professional growth.